Tiffany Wood
Chicago
Summary
Seasoned professional with over 12 years of diverse experience in administration, human resources, and management across corporate and federal government sectors. Recognized for expertise in performance management, team building, training, recruiting, analysis, budget management, and operational enhancements. Skilled in evaluating needs, processes, and performance to drive impactful improvements. Exceptional customer service abilities and strong interpersonal, written, and verbal communication skills. Adept at setting priorities, multitasking effectively, and consistently meeting stringent deadlines. Demonstrated track record of developing innovative solutions to complex problems and delivering tangible results.
Overview
12
12
years of professional experience
Work History
HUMAN RESOURCE SPECIALIST EMPLOYEE/LABOR RELATIONS
Department of Veteran Affairs
10.2022 - Current
- Served as the administrative subject matter expert for administration in the VISN 23 region. Managed all administrative operations and procedures to ensure the fulfillment of mission critical objectives and directed staff to ensure efficient business processes and customer satisfaction.
- Case Processing: To decide on penalties and charges in employee and labor relations, information is gathered using the Douglas factors analysis and mitigating factors. carries out interviews to ascertain the authenticity using the 51% preponderance. Executes reprimand, admonishment, suspension, grievance, information request, and removal letters. Ensures that correspondence complies with appropriate legal authorities. possesses a broad range of experience working with Title 5, Hybrid, and Title 38 employees' legal authority processes. use HR Smart to start activities that contain reports, correctly code actions, identify the right legal authority, define the nature of the activity, and make sure that the right supporting documentation is linked to the right actions. Sets up HR Smart in a way that makes sure the status of cases is updated in real time and compliant. Enrollment in the Alert HR system upon proposal. Entry into the HR alert system for grievances, information requests, and suggested disciplinary action processed to provide updated information in real time.
- Program Mgmt., HRsmart Coding, Reports: Every spreadsheet and report are kept up to date for the several program areas (DFWP, ER/LR, etc.) and internal tracking systems. Reports must be truthful and compliant with agency guidelines. All coded activities are correct, using the appropriate legal authority(ies), action types, etc., together with the necessary supporting documentation.
- Compliance: Modifications as well as suggestions made by the union. gets ready for Within three business days, recommendations are made, and letters are handled. Ensures that there are no more than four technical faults in any documents or legal authority, including proper letter templates, crucial evidence, and evidence files that correspond with the designated charge type. respects the records control RSD (10) for each case that is allocated. verifies information in evidence files and makes sure it is accurate.
- Hearing Responsibilities: Effective communication fosters cooperative teamwork, excellent customer service, and healthy interpersonal interactions both inside and outside the designated program area. Positive relationships are fostered via communication, both internal and external. Serves as a subject matter expert in handling labor violations and grievances. creates contractual and statutory processes. makes use of Alert-HR to make sure that every step in the grievance procedure is compliant. holds official meetings with unions and employees. maintains current on suggestions from the union and term discussions and adjustments. creates evidence files and verifies accuracy of information. Responds to complaints, making careful to follow time limitations.
- Customer Service: Promptly responds to inquiries from both internal and external clients, usually doing so within two business days, barring unusual situations. Technical accuracy is maintained when giving customers advice. When further study is necessary to provide recommendations, status updates are sent to customers. Contributes to specific assignments with colleagues in a work group. Helps with planning, organizing, and finishing tasks in addition to interacting with colleagues. Great interpersonal interactions both inside and beyond the scope of specified position. Assist colleagues and trains new employees and executes peer reviews
- Successfully completed an interactive HR Star program with 97% accuracy.
- Received outstanding performance award FY2023.
- Successfully completes required TMS trainings.
- Received excellent performance award FY2024.
- Developed and implemented resource allocation strategies to optimize veteran services.
- Conducted needs assessments to identify gaps in veteran support programs.
- Collaborated with multidisciplinary teams to enhance service delivery for veterans.
- Streamlined onboarding processes for new staff, improving training efficiency and effectiveness.
- Led initiatives to improve communication channels between departments, enhancing operational workflows.
- Analyzed program outcomes and provided recommendations for continuous improvement in services offered.
- Coordinated community outreach efforts to raise awareness about available veteran resources and support services.
- Enhanced resource allocation efficiency by streamlining the procurement process and implementing inventory management strategies.
- Identified useful resources and coordinated referrals.
- Designed robust contingency plans to ensure uninterrupted supply chain flow during unforeseen events or disruptions.
- Collaborated with cross-functional teams to identify resource gaps and create solutions for streamlined operations.
- Established clear performance expectations for team members regarding their role in managing resources efficiently.
- Met with new hires to provide additional instruction and support.
- Developed customized reporting tools that provided valuable insights into current resource usage patterns, informing future strategic decisions.
- Monitored industry trends to stay informed about emerging technologies and best practices in resource management techniques.
- Mentored junior staff on best practices in resource management and veteran engagement techniques.
- Facilitated negotiations between management and labor unions to resolve disputes effectively.
- Analyzed collective bargaining agreements to ensure compliance with legal standards and organizational policies.
- Strengthened labor-management relationships by effectively addressing grievances and resolving disputes.
- Answered management and employee questions, interpreted contracts and resolved issues.
- Facilitated employee conflict resolution through effective communication and mediation strategies.
- Conducted investigations into employee grievances, ensuring thorough documentation and fair outcomes.
- Served as a liaison between employees and management, fostering open lines of communication for addressing concerns promptly.
- Conducted regular audits of personnel files to ensure compliance with company policies and legal requirements.
- Streamlined HR processes for improved efficiency, including updating policies and procedures manuals.
- Enhanced employee understanding of HR policies through clear, accessible documentation and training.
- Participated in labor-management meetings to discuss labor issues.
- Mediated discussions between employer and employee representatives in attempt to reconcile differences.
LEAD ADMINISTRATIVE SPECIALIST
US Census Bureau, Department of Commerce
09.2019 - 03.2022
- Served as the administrative subject matter expert for administration in the Chicago region. Managed all administrative operations and procedures to ensure the fulfillment of mission critical objectives and directed staff to ensure efficient business processes and customer satisfaction.
- Operations Management: Direct daily operations of 4 full-time clerks and administrative specialists (direct) and 32 administrative managers (indirect) in the planning, coordinating, and executing administrative tasks. My department was responsible for selecting over 120k people, onboarding over 80k employees over a two-year period, and process weekly payroll of $42MM. Continually analyze operations, procedures, and policies to achieve highest efficiency and best practices. Recommend and implement range of process improvement initiatives. Implement, apply, and interpret policies, regulations, and directives. Work with senior management to establish goals and objectives.
- Project Management, Analysis and Workflow Management: Conducted needs assessment surveys and determined needs based on event specifications and labor demands. Created plan for decennial administrative operations based on guidance, consideration to protocol, and the deadline to accomplish. Created project timeline, assigned, monitored, and adjusted tasks according to staff strengths/weaknesses to fulfill deadline completion. Reviewed progress and made production and priority adjustments as needed. Managed multiple tasks lists to complete projects with adjacent deadlines. Resolved problems and issues, including crisis situations. Conducted post-operation assessment to identify successes and areas for improvement for future operations.
- Customer Service: Provided customer service in collaboration, consultation, and partnership with customers, other agencies, and stakeholders. Acknowledged inquiries, and customers are apprised of the status of the inquiry and when to expect resolution. Upheld Data stewardship responsibilities and protect personally identifiable information and business identifiable information, both physical and electronic. Maintained and managed accountable property. Anticipated and responded to needs, maintaining flexible and service-oriented attitude.
- Logistics Management: Integrate logistics of operations planning, including manpower and personnel, supply, training, travel authorizations, storage, and facilities. Research and plan manpower, equipment, and fiscal resources.
- Personnel Management: Directed the work assignments of direct and indirect reports and promoted teamwork and communication. Provided continual training and coaching to improve employee performance, job knowledge, and career advancement; also, served as point of contact for benefit and payroll information. Assisted in hiring process. Resolved employee issues and provided employee input and feedback to management. Assisted in background checks for auxiliary employees and vendors. Trained others in security and privacy protection. Monitored personnel management matters with special emphasis on manpower planning to assure that offices have adequate resources to current and future
- Communications: Built rapport with internal staff and external departments to improve operations and flow of information. Responded to written and verbal inquiries from the public, Congressional offices, and agencies, adhering to strict communication standards.
- Information Management: Developed and utilized spreadsheets, databases, and professional documents to improve operational readiness, managed projects, and research information. Maintained records on operational activities, including staffing authorizations, selection guidelines, background check clearances and training details. Responded to routine technical inquiries and questions from employees and supervisors concerning a variety of personnel-related issues.
- Planned, coordinated, and executed selection, onboarding, and payroll for over 80K employees.
- Instituted process changes to increase efficiency and change mind-set from reactive to proactive. Created plan to audit data entry task to verify accuracy and prevent errors.
- Received cash awards for exemplary performance.
- Processed salary reissues of $850K.
- Implemented industrial production system, automated systems and information management for production, scheduling, and cost control.
- Exceeded overall recruiting metrics 15% over goal of 380k.
- Actively built team mindset and morale stressing interdepartmental cooperation and employees’ role in organizational success. Resulted in improved attendance and performance.
- Managed administrative functions, ensuring seamless operation of projects and compliance with departmental standards.
- Coordinated schedules and meetings for internal teams, optimizing resource allocation and time management.
- Developed and maintained databases, enhancing data retrieval processes for operational efficiency.
- Trained new staff on administrative protocols, fostering a knowledgeable team environment.
- Minimized errors in documentation through meticulous proofreading, editing, formatting skills.
- Enhanced team productivity by providing administrative support and coordinating daily operations.
- Facilitated communication between departments, organizing meetings and distributing essential information.
- Managed schedules, appointments, and travel arrangements for executives, ensuring seamless coordination of events.
- Handled incoming and outgoing mail.
- Collaborated closely with human resources personnel to ensure timely processing of new hire paperwork, benefits administration, and employee record updates.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
- Boosted employee morale by planning team-building activities and corporate events.
- Maintained a professional work environment by establishing clear office policies and procedures.
- Provided exceptional reception services such as answering phone calls professionally, directing them appropriately while maintaining visitor logs.
- Streamlined office processes by implementing efficient document management and filing systems.
- Increased efficiency in data entry tasks through the implementation of advanced software tools.
- Worked on behalf of senior leaders to complete project requirements according to schedules and within budgetary limitations.
- Scheduled meetings booked meeting rooms and prepared meeting agendas.
- Maintained and optimized manager's calendar and scheduled appointments and meetings and addressed conflicts with adequate time for preparation, follow-up and planning.
- Ensured accuracy in financial records by reconciling accounts and preparing detailed reports.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Reduced expenses by negotiating favorable contracts with vendors and service providers.
- Fostered positive client relationships by promptly addressing questions or concerns related to their case files.
- Optimized resource allocation by tracking inventory levels, ordering supplies, and managing budget constraints.
- Monitored and managed expenses with allotted budgets and reviewed and approved expense reports.
- Supported departmental goals by collaborating with colleagues on cross-functional projects.
- Volunteered to help with special projects of varying degrees of complexity.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Liaised between clients and vendors and maintained effective lines of communication.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Performed research to collect and record industry data.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
BENEFIT AUTHORIZER
Social Security Administration
05.2014 - 09.2019
- Partnered with state and local agencies for Medicare referrals. Accurately processed and evaluated 40 benefits claims each week. Utilized timely decision-making skills to process benefit claims, ensuring clients received the benefits they were entitled to in a timely manner 14-day turnaround time. Maintained 95% accuracy of processed cases daily. Adhered to the rules, regulations, and polices established by SSA to ensure the benefits were administered correctly and fairly. Aided and guidance to individuals applying for or receiving Social Security benefits, addressed their inquiries, and resolved issues in a professional and compassionate manner. Collaborated with colleagues and agency personnel to share knowledge, best practices, and support to achieve collective goals and objectives. Handled over 100 calls per day on the national 800#
- Personnel management: Recovered $75k in overpayments for the agency. Complied with regulations to maintain the integrity of SSA’s benefit programs. Monitored cases and ensured that information was appropriately directed. The ability to multi- task to high degree while meeting productivity expectations of processing 8- cases per day. Compiled billing documentation to ensure accuracy and completeness. Adjudicated new claims with accuracy and maintained a high level of integrity.
- Successfully completed 4-month customer service training
- Successfully completed 9-month benefits Authorization training.
- Managed customer inquiries regarding eligibility and benefits, ensuring accurate information delivery.
- Evaluated and processed benefit claims in compliance with regulatory guidelines.
- Presented warm, friendly and empathetic presence in person and by phone using active listening techniques.
- Completed insurance verification and benefit authorization with appropriate documentation in billing system.
- Received ROC Cash award for outstanding performance.
- Took over 100 calls per day with 95% accuracy.
- Completed benefits authorization claims with 95% accuracy.
- Processed applications for Social Security benefits, ensuring compliance with federal regulations.
- Kept abreast of changes in policy or regulation affecting benefits administration, ensuring continued accuracy in decision-making processes.
- Exceeded performance metrics consistently by focusing on accuracy, efficiency, and positive outcomes in all tasks related to benefits authorization.
- Achieved timely resolution of disputes with effective communication and negotiation skills, ensuring client satisfaction.
- Maintained accurate records of all communications with clients and other parties involved in each case, ensuring a clear audit trail if needed for future reference or dispute resolution purposes.
- Configured coordination of benefits information and eligibility on every referral and documented pertinent data.
- Provided excellent customer service by promptly responding to inquiries from clients and resolving their concerns.
- Used analytical skills to detect potential fraud within claims submitted for benefits authorization, safeguarding program resources against misuse or abuse effectively.
- Participated in regular professional development opportunities to enhance skills and stay current with industry trends and best practices.
- Reduced processing time for applications through diligent attention to detail and efficient work habits, improving overall productivity levels.
- Maintained compliance with all relevant regulations while authorizing benefits, minimizing risk of errors or penalties.
- Collaborated with other departments to ensure accurate information sharing, leading to better decision-making in benefit authorization processes.
- Delivered prompt service to prioritize customer needs.
Security Officer
Transportation Security Administration, TSA
05.2013 - 05.2014
- Provided safe environment to customers, Checked, and verified validity of passenger’s identification and passports. Monitored operations at screening points to proactively intervene and mitigate danger. Maintained a positive rapport with customers.
- Personnel management: Completed daily logs, forms, and other documents as it relates to duties, Provided information and assistance to passengers.
- Conducted regular audits of security procedures, optimizing overall operational effectiveness.
- Successfully completed annual training
- Successful certification of program 100% accuracy
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Education
Master of Science - Human Resource Management
Indiana Wesleyan University
Marion, IN09.2017
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Sacramento, CA05.2010
Skills
- Evaluation procedures
- Behavioral assessment
- IEP compliance
- Personalized instruction
Timeline
HUMAN RESOURCE SPECIALIST EMPLOYEE/LABOR RELATIONS
Department of Veteran Affairs
10.2022 - Current
LEAD ADMINISTRATIVE SPECIALIST
US Census Bureau, Department of Commerce
09.2019 - 03.2022
BENEFIT AUTHORIZER
Social Security Administration
05.2014 - 09.2019
Security Officer
Transportation Security Administration, TSA
05.2013 - 05.2014
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Master of Science - Human Resource Management
Indiana Wesleyan University
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